The purpose of this Director's Order is to define responsibilities and
establish the standards for electronic information published by the National
Park Service (NPS) on the Internet and Intranet.

2. BACKGROUND

Advances in electronic information technology have created extraordinary
opportunities for the NPS to use Internet publications to inform and educate
the public about the NPS mission and organization, the uniqueness of park
resources, and the relevance of a national system of parks and partnership
programs. The design and content of web publications has the potential
to deliver and communicate essential information about the identity of
NPS. The national park experience (which includes the “national park idea”
as well as the cultural and natural resources of parks) provides us with
a very potent frame of reference for who we are as a people and as a country.
This information is available globally to anyone who has access to the
Internet and who wants to learn about these American places; the many
associated people, objects, and events; and the national values they represent.

Internet technology has also created new opportunities for the NPS to
develop information management and delivery applications that are truly
"Servicewide."

The NPS Intranet provides NPS personnel with direct and integrated access
to essential business materials, to management applications, and to an
enhanced communications network.

The Project Management Information System (PMIS) and Performance Management
Data System (PMDS) on the NPS Intranet have become essential tools for
daily NPS business.

Park and Program Profiles allow park, program and directorate-based
websites to have a consistent appearance Servicewide, and yet be customized
with park-specific management and visitor information.

These applications have proven their usefulness by enabling a decentralized
National Park Service to integrate access to its many and varied types
of information resources.

Creating an effective Servicewide information portal on the Internet/Intranet
requires more than just an electronic clearinghouse of well-organized
links. It is dependent on

adoption of accepted national and international Internet exchange protocols
and information format standards that are used across research domains
and communities (e.g., libraries, museums, Geographic Information Systems,
governments, universities, sci-tech organizations).

By complying with these standards, the NPS will avoid (1) unnecessary
duplication of information (and the needless associated costs); (2)
significant compromises in information discovery and retrieval (which
affect job performance and public perception); and (3) inefficient use
of information technology (IT) funding and development/support staff.

Consequently, in order to provide the most accurate, comprehensive
and current information as possible, there is a need to define responsibilities
and to establish principles, standards, and common sets of vocabulary
that will govern NPS use of electronic information technologies.

3. SCOPE

This Director’s Order applies to the NPS’s use of Internet technologies
to publish information externally and internally (Internet and Intranet),
at all levels of the organization. This document applies to publications
such as websites, web pages, home pages, searchable databases and web
applications (refer to the definition in section 5.1). It applies to
all NPS employees, contractors, volunteers, and partner organizations
producing such publications. The challenge of this document is to address
the technology, design, and content needs of a wide-range of professionals,
and to provide guidance on the management of activities that are widely
distributed both geographically and administratively.

4. LEGAL AUTHORITIES

4.1 General authority to issue this order is
found in the NPS Organic Act (16 USC 1 through 4) and delegations of
authority in part 245 of the Department of the Interior Manual (DM).

4.2 The following laws and other guidance direct
the NPS in its Internet activities:

The Electronic Freedom of Information Act (FOIA) Amendments of 1996
(P.L. No. 104-231, or "E-FOIA," 5 USC 552) established very
specific requirements for federal agencies to make certain information
available in electronic format, including publishing to the Internet.
The legislative history makes clear the Congressional intent that federal
agencies be pro-active in delivering to the public electronically formatted
information that is clearly of general public interest.

The Paperwork Reduction Act of 1980 (P.L. 96-511, 16 USC 5901-6011),
as amended by the Paperwork Reduction Act of 1995 (P.L. 104-1344,
USC 3501-3520), directs agencies to promote the use of information technology
to improve the productivity, efficiency, and effectiveness of agency programs,
including improved dissemination of public information.

OMB Circular A-130(revised, February 8, 1996) implements the
Paperwork Reduction Act by establishing uniform government-wide information
resources management policies. It directs agencies to use electronic media
and formats, including public networks, to make government information
more easily accessible and useful to the public.

Section 104 of the National Parks Omnibus Management Act of 1998
(P.L. 105-391) directs the NPS to make available to the public its strategic
plans, annual performance plans, and annual budgets.

Executive Order on Federal Information Technology (July 17,1996),
gives agencies the authority and responsibility to make measurable improvements
in mission performance and service delivery to the public through the
strategic application of information technology.

The Child Protection Act of 1984 and the Childern’s Online Privacy Protection
Act of 1998.

4.3 The following NPS guidance also relates
to the use of the Internet technologies:

Director's Order #5: Written Communication (Paper and Electronic)
describes responsibilities and requirements for written communication
and correspondence within the NPS and with organizations outside of the
NPS, including electronic mail, Internet and Intranet. It also addresses
personal use of these technologies in the workplace, and the privacy of
employees when using them.

Director’s Order #20: Agreements the NPS is authorized by law
to enter into agreements with other agencies, organizations and individuals.
These agreements establish formal relationships that allow the NPS to
more efficiently and economically accomplish its mission.

Director’s Order #21: Donations and Fundraising establishes guidance
for NPS employees who accept donations directly and/or work with organizations
that seek to raise money to benefit the national parks or the programs
of the NPS.

Director’s Order #84: Library Management establishes guidance
for NPS employees who manage NPS libraries and/or NPS bibliographies,
including those who provide library or other bibliographic information
to NPS staff and/or the public. Included are standards and policies related
to the format of electronic bibliographic records and required fields;
the use of authorized, controlled vocabulary terms to capture proper names
and subjects; and the technological specifications that must be met when
publishing bibliographic records on the Internet.

5. DEFINITIONS

5.1 "Internet Publications" are items
containing the most accurate, comprehensive, and current electronic
information made publicly available by the NPS via Internet technologies.
Publications include web sites, home pages, digital images, video and
sound files, and databases.

5.2 "(NPS) Intranet&quot is the secure
use of Internet technologies to limit communication of information within
the NPS. Intranet publication differs from Internet publication only
in that access to the Intranet is restricted to NPS employees and authorized
users of NPS equipment, while Internet publications may be accessed
by anyone.

5.3 "Park and Program Profiles" (or "profile")
is the system which incorporates, manages and publishes a wide range
of visitor, research, educational, resource, administrative, and management
information based on “profiled” information via an established Internet/Intranet
protocol. The profiles replace static "home pages" and enhance
the search and discovery of Servicewide information, through common
and custom interfaces specific to a park, program, or office.

5.4 "Web Content Author" (or "author")
is the individual, team or office that is deemed to be primarily responsible
for the intellectual content of an Internet or Intranet publication
(creator, writer, editor, etc.). This position will serve as the "Point
of Contact" for inquiries.

The following policies and management principles are adopted as fundamental
to the use of the Internet and Intranet in the NPS:

6.1NPS park web sites are "virtual
parks," governed by the same mission, principles and policies as
actual parks. The web sites of NPS programs, centers, and offices are
also governed by their mission, principles, and policies.

6.2The NPS will use the Internet and Intranet
to deliver the most accurate, comprehensive and current information
available about parks, programs and resources. Intranet publication
will be used to make widely and easily available the organizational
information NPS employees require in order to optimally perform their
jobs.

6.3Internet publications will serve as
mission-critical public outreach and education tools. NPS Internet
publications serve as a cost-effective primary visitor contact and education
medium. They enhance and expand the success of the traditional means
of visitor centers and printed material and more effectively deliver
information to a global audience.

6.4Intranet publications will serve as
mission-critical NPS business tools. NPS Intranet publications are
cost-effective employee contact media, enhancing and expanding the effectiveness
of the traditional means of distributing employee information, and collecting
business information via paper and electronic mail. Intranet also makes
possible a wide variety of information collection and distribution projects
that would otherwise require more time and funds than are available.

6.5Internet and Intranet publications will
be available 24 hours a day, 365 days a year. This continuous availability
greatly extends our ability to reach the public in service of our mission.
It also greatly enhances our business effectiveness operationally and
allows the NPS to maintain a continually available reference library
of important operational, procedural, and educational information for
both routine and non-routine situations.

6.6Internet and Intranet publications will
rely on a Servicewide team effort. The NPS is fundamentally dependent
on the contributions, ideas and actions of employees throughout the
organization. The development of effective Internet and Intranet publications,
and successful implementation of the technological infrastructure and
information exchange standards supporting the wide discovery of, and
access to, these information resources, relies upon a shared or "distributed"
model of work, responsibility and accountability among professionals
in the NPS.

6.7NPS websites will not be used to endorse
any product, service or enterprise. To avoid implied endorsements,
all links from NPS web sites to non-NPS web sites will trigger a disclaimer
intercept, unless the partner's web site has been reviewed and
approved by the NPS under a formal agreement.

6.8Webcams in parks will be permitted only
for non-commercial resource protection and visitor uses, including for
educational and scientific research purposes. Their operation and
placement will be subject to written agreement and supervised by the
benefiting park.

Parks must inform WASO ITC (NPS Webmaster) when they are considering
installing or allowing webcams.

6.9All NPS web sites will have domain names
that tier off www.nps.gov. All content provided by the NPS will
be hosted on ".gov" domains. Exceptions may be made only when
content is hosted by an educational and/or scientific organization with
which the NPS has a written "partnership" agreement.

The Child Protection Act of 1984, and the Childern’s Online Privacy
Protection Act of 1998;

The Office of Management and Budget (OMB) Circular A-130.

Additionally, the use of “cookies” (a general mechanism in which server
side connections such as CGI and JAVA scripts can be used to both store
and retrieve information on the client side of the connection) will
be restricted and authorized only by the Director of the NPS. Persons
seeking to use cookie technology must demonstrate a compelling need
to gather the data, and publicly disclose how any collected personal
information will be utilized and safeguarded. Requests will be processed
via the WASO ITC NPS Webmaster.

7. RESPONSIBILITIES AND DELEGATIONS

The NPS Web Program consists of (1) a core “NPS Web Support Office”
and NPS Webmaster that manages the design, administration, and day-to-day
operation of the NPS public Internet gateway, (2) a series of national
program and park/regional Web Coordinators, who address the needs of
authors and producers throughout the NPS, and ensure the Director’s
Order is reviewed annually and updated as needed.

To provide specific guidance on information, content delivery, and
design standards, the NPS Web program will maintain and utilize the
NPS Internet/Intranet Publications Manual, which accompanies
this Director’s Order.

7.1 Associate Director for Professional Services

The Associate Director for Professional Services provides oversight
for the Service’s use of Internet technologies and the supporting infrastructure.
This is accomplished through the NPS Web Support Office, within the
Information and Telecommunications Center (ITC). This office ultimately
coordinates and manages the Servicewide Web Program in cooperation with
Directorate, National Program Web Coordinators, Regional (Park) Web
Coordinators, authors (content), and producers. To coordinate the rapidly
increasing use of the Internet to support many NPS activities and management
programs, the NPS Web Support Office also has the following responsibilities:

(1) Providing oversight on information design standards,
maintenance, and administration of the Internet infrastructure used
by the NPS, including licenses, facilities, and security -- for both
Internet and Intranet use.

(2) Reviewing and approving any activities by other
NPS organizations that may significantly affect the official web site
(ParkNet) or other Servicewide use of the Internet. These include planned
activities that:

develop and/or use commercial or fund-raising capabilities that
affect ParkNet as a whole, or significant portions of ParkNet;

significantly depart from existing ParkNet methods and procedures,
or from ParkNet’s design standards.

Reviews will ensure the consistent management of NPS Internet publications
and avoid making commitments that would adversely affect the NPS
telecommunications capability and performance.

(3) Enforcing the policy set forth in this Director’s
order by terminating user access to, and/or removing, a publication
when necessary. This will be done in coordination with the Office of
Policy, Ethics Office, and the Solicitor’s Office, as appropriate.

(4)Developing and maintaining the "level 3" NPS Internet/Intranet
Publication Manual, and having overall responsibilities and leadership
for the NPS Internet publications effort.

(5) Maintaining overall coordination of the NPS Intranet
publication effort, ensuring that Intranet publications throughout the
Service are accessible through a common gateway.

(6) Chartering a Steering Committee which will regularly
solicit input from the field offices, program offices, and centers with
regard to NPS Internet activities, such as ParkNet and Intranet publications.
This Committee will represent the needs of the NPS and its partner organizations,
and primarily be responsible for setting development priorities and
goals for the public Internet gateway (ParkNet).

7.2 Regional and Associate Directors

Regional and Associate Directors will be responsible and accountable
for:

(1) Ensuring the participation of their areas in the
overall NPS Internet and Intranet efforts, as appropriate. Also, ensuring
adequate capability and technical support for Internet/Intranet participation.

(2) Designating an overall coordinator for Internet
publications for their region or directorate, in keeping with the principle
of distributed responsibility for development and maintenance of the
NPS Internet effort,. Additional coordinators may be appointed, as
necessary, to optimize workflow. These coordinators are the keys to
the long-term success of ParkNet as a professional NPS publication medium.
They must take an active role in supporting regional and programmatic
Internet publications. They will serve as the first line of contact
for park and program authors wishing to publish on ParkNet, coordinate
training opportunities and work with web authors to ensure that all
NPS web publications adhere to the principles of "plain language"
and contribute favorably to the professional look and feel of ParkNet.

7.3 Superintendents, Program Managers, and Heads
of Offices

Superintendents, program managers, and heads of offices will be responsible
and accountable for:

(1) Complying with current technical and format standards
for information published on the Internet, as established in the NPS
Internet/Intranet Publications Manual.

(2) Ensuring that information published on the Internet
is timely and up-to-date, and that it reflects the policies of the NPS.

(3) Ensuring the accuracy, timeliness and appropriateness
of internal information provided for NPS use on the Intranet. This
includes ensuring that confidential or sensitive material that is protected
under the law or NPS Policy is not available to unauthorized persons.

(4) Ensuring that their employees and other workers
have reliable access to the Internet and Intranet, as needed, for the
performance of their jobs.

By law, each superintendent is responsible for making specific park
planning and budget documents available to the public on an annual basis.
(Refer to section 10.4.)

7.4 NPS Web Program Directorate and Regional (Park)
Coordinators

Web coordinators will be responsible for:

(1) Acting as first point of contact for parks, programs,
directorates and offices with regard to policy, technical, design, and
content issues.

(2) Representing the needs of their parks, programs,
directorates and offices with regard to Internet/Intranet publishing.
This includes attending regular meetings.

(3) Coordinating Servicewide development projects
at the regional or programmatic level.

(4) Communicating and interpreting policy to the parks,
programs, directorates and offices they represent. This further translates
into being the first point of contact to resolve issues relating to
policy and procedures.

(5) Participating in the development of integrated
work plans that meet the goals and priorities set by the NPS Web program
(in conjunction with the Steering Committee).

7.5 Web Content Authors (or "authors")

Web content authors must ensure that the information they publish:

(1) Is accurate, timely, appropriate, and up-to-date,
and meets all current technical and format standards as established
by the NPS Internet/Intranet Publications Manual. This will require
working with a web resource producer, when appropriate.

(2) Undergoes the same level of review as appropriate
to any other material of similar scope.

(3) Complies with the June 1, 1998, Presidential Memorandum
on Plain Language. Web content authors must also comply with any other
plain language guidance that may be issued for Servicewide use. Additional
sources of helpful information should be sought through the Plain Language
Network at http://www.plainlanguage.gov.

(2) Provide basic technical and design assistance
to help an author publish their material and comply with the guidelines
set forth in this document and the accompanying NPS Internet/Intranet
Publications Manual.

(3) Serve as the final point of review for technical
matters before publishing to the Internet/Intranet.

8. PUBLIC INTERNET GATEWAY (or "ParkNet")

ParkNet is the primary NPS public gateway and publications vehicle
on the Internet. The official web address for parks will be http://www.nps.gov/"xxxx"
where "xxxx" equals the park’s "Alpha Code." For
NPS programs, centers, offices, etc., the official web address must
be coordinated with the NPS Webmaster and appropriate Directorate Coordinator.
All new NPS Internet servers must be registered with the NPS Webmaster
and assigned an official web address conforming to http://www."xxxx".nps.gov
or http://www.nps.gov/"xxxx"/, depending on the circumstances.

8.1 Design and Content Delivery Standards

To ensure (1) effective discovery and retrieval, (2) overall organization,
and (3) a high-level consistency of NPS information on ParkNet, the
Servicewide Web program will maintain and utilize the NPS Internet/Intranet
Publications Manual to provide guidance on the standards for content
and consistent design elements for the entire ParkNet system. The Web
program includes the main gateway(s), departments, park and program
"profiles," and related services.

To comply with Servicewide identity and messaging standards, and to
ensure a professional level of design and content delivery, the NPS
Internet/Intranet Publications Manual will include a Style guide.
The style guide will address the needs for minimal standards (e.g.,
use of arrowhead, navigation) that apply to all sites and pages, as
well as more specific guidelines for the “core” ParkNet system.

Specific requirements, guidelines and recommendations regarding design
and content delivery for ParkNet are outlined in the NPS Internet/Intranet
Publications Manual.

8.2 Park and Program Profiles (or "profiles")

Each park and NPS program will maintain a "profile" on ParkNet
as part of its ongoing public outreach and educational functions. Additionally,
parks and programs are encouraged to develop thematic sites, applications,
and features to enhance the visitor experience; provide a greater understanding
of the resources; and deliver other important information.

9. NPS INTRANET

The NPS Web Program will maintain a Servicewide Intranet Gateway in
order to organize access to crucial business services, applications,
and products for NPS employees. Parks, programs, and offices will be
required to maintain a "profile" with links to their intranet
applications and sites.

Since material published on the Intranet is for internal NPS use, material
may be in draft or other non-final form as long as it is clearly marked
as such. However, authors should be aware that materials published
on the Intranet are for Servicewide distribution. Therefore, publications
should be professional, accurate, and undergo the same review and approval
process as material for Servicewide distribution in paper form.

Specific requirements, guidelines and recommendations regarding design
and content delivery for the NPS Intranet are outlined in the NPS
Internet/Intranet Publications Manual.

10. GENERAL REQUIREMENTS FOR INTERNET AND INTRANET PUBLISHING

10.1 Protected Information

Information considered confidential or protected under the law should
not be posted on Internet (e.g., public access) web sites, and may be
posted on Intranet (e.g., NPS access) web sites only when stringent
security methods are in place. This includes information protected
under the Freedom of Information Act; Privacy Act; Archaeological Resources
Protection Act; Cave Resource Protection Act; National Historic Preservation
Act; National Parks Omnibus Management Act of 1998; and any other applicable
laws. (See Director’s Order #67: Protected Resource Information.)

10.2 Information (Data) Standards

All material published on ParkNet must follow the standards and procedures
regarding formats and metadata established by the Associate Director
for Professional Services in the NPS Internet/Intranet Publications
Manual. In addition, all spatial data and other geographic information
systems-related data must comply with standards associated with the
Federal Spatial Data Infrastructure.

10.3 Accessibility

Section 508 of the Rehabilitation Act of 1973 (amended in 1978) requires
federal agencies that develop, procure, maintain, or use electronic
and information technology to make it accessible to people with disabilities
unless it would pose an undue burden to do so. Federal employees and
members of the public with disabilities must have access to, and use
of, information and services comparable to the access and use available
to those without disabilities.

Web authors must ensure that all primary information conveyed in a
web page is accessible. The basic rules of web page accessibility are:

Provide a text-only version of any graphic-rich page that contains the
same information as the original page.

Provide alternative text for all images (including those used as spacers
and bullets), buttons, links, hotspots on image maps and graphical buttons.

Provide alternative formats for audio and visual media that convey important
information.

Use foreground and background color combinations that provide sufficient
contrast when viewed on a black and white screen.

If frames are used, provide an alternate, non-frames format, and use
titles to help users keep track of frames.

Avoid blinking, flashing, or other features that cause the screen to
flicker.

The NPS Internet/Intranet Publications Manual will provide a
complete checklist of accessible features that should be incorporated
in the design of every page. Director's Order #42 (Accessibility for
Visitors With Disabilities) provides additional guidance on accessibility
issues pertaining to the NPS.

10.4 Quality Control

Since materials published on the Internet are for public viewing, they
are considered to be NPS publications and communications, and must be
consistent with the image, management policies, and practices of the
NPS. Internet-published material must undergo the same level of review
as all other official NPS information; authors should follow the same
approval (such as surnaming) procedures they would follow for equivalent
paper publications and communications.

10.5 Plain Language

Federal agencies are required to be more responsive, accessible, and
understandable in their communications with the public, according to
the June 1, 1998, Presidential Memorandum on Plain Language. All web
site publications prepared or commissioned by NPS employees will incorporate
the following three principles of plain language:

Use reader-oriented writing. Write for your customers, not for other
(similarly-trained) government employees.

Use natural expression. To the extent possible, write as you would
speak. Write with commonly used words in the way they are commonly used.

Make your document visually appealing. Present your text in a way that
highlights the main points you want to communicate.

11. ADDITIONAL REQUIREMENTS SPECIFIC TO INTERNET
PUBLICATIONS

11.1 EFOIA Requirements

The ParkNet site on the Internet serves as the NPS electronic reading
room in fulfillment of the Electronic Freedom of Information Act
Amendments of 1996 (EFOIA, 5 USC 552(2)). The following documents,
or their equivalents, fall within the specific requirements of EFOIA,
and must be posted on the NPS Internet and be accessible through the
appropriate "profile":

Final versions of major park planning documents, including General Management
Plans, Operations Plans, and any other plans that document park policy
and management decisions.

"Park Compendiums," or other similar, legally required documents
that list superintendent-authorized decisions that affect the public,
such as opening and closing times, and open and closed park areas.

Any superintendent directives and guidance to park staff that affect
the public.

Documents that were released in response to a FOIA request and that
are known to be of high and continuing public interest. This category
might include documents such as contracts; agreements with partners or
other agencies; or any documents that involved controversy or a public
commenting process. NPS Internet/Intranet Publications Manualcontains
specific guidance for complying with EFOIA.

11.2 National Parks Omnibus Management Act of 1998
Requirements

The ParkNet site on the Internet will be used to comply with Section
4 of the National Parks Omnibus Management Act of 1998 (P.L. 105-391),
which deals with park budgets and accountability found in park strategic
and performance plans. The following documents or their equivalents
have been determined to fall within these requirements and must, therefore,
be posted on ParkNet and be accessible through the appropriate "profile":

Each park's 5-year strategic plan and annual performance plan prepared
pursuant to the Government Performance and Results Act of 1993 (GPRA).

Each park's annual budget, including, at a minimum, funding allocations
for resource preservation (including resource management); visitor services
(including maintenance, interpretation, law enforcement, and search and
rescue); administration; and the allocations into each of the above categories
of all funds retained from fees collected for that year, including (but
not limited to), special use permits, concession franchise fees, and recreation
use and entrance fees. These budgets should be posted following receipt
of the appropriation for the park unit from the Operations of the National
Park System account, but no later than January 1 of each year.

11.3 Standard Disclaimer Statement(s)

In accordance with the Office of Management and Budget "Memorandum
on Privacy Policy (6/2/99)," all publicly accessible NPS web sites
must provide a link to the approved disclaimer statement. The privacy
policy, as outlined in the disclaimer, ensures that individuals have
been given notice and choice about how any personal information is handled
when they use ParkNet. The disclaimer also addresses issues of endorsement,
copyright, and links to non-NPS sites. Each park profile homepage will
have a link to the NPS disclaimer statement.

The NPS Internet/Intranet Publications Manual contains specific
guidance on the use and placement of the disclaimer. Additionally,
authors are reminded that all links from NPS web sites to non-NPS web
sites will trigger a disclaimer intercept, unless the partner's
web site has been reviewed and approved by NPS under a formal agreement.

11.4 Links to Non-NPS Internet Sites

All pages containing links to non-NPS managed sites must trigger a
WASO-ITC produced disclaimer intercept, unless the partner's
web site has been reviewed and approved by the NPS under a formal agreement.

WASO-ITC will provide four scripts with instructions provided in the
NPS Internet/Intranet Publications Manual.

General Guidelines:

Links to commercial/corporate sites must refer to material relevant
to the subject on the page where the link appears.

Links to commercial/corporate sites must adhere to the standards described
in Director’s Order #21: Donations and Fundraising. In addition, agreements
should include specific language regarding links that appear on NPS-hosted
websites.

When "Plug-ins" are required for viewing NPS-hosted content
(e.g., Adobe PDF Reader, Real Audio Player), authors are reminded that
the use of commercial logos is not permitted.

11.5 Logos

The use of logos for commercial products or non-NPS organizations (with
the exception of federal, state, and local government logos) is NOT
permitted on NPS Internet sites unless an approved fundraising relationship
or formal acceptance of a donation is in place, as described in Director’s
Order #21: Donations and Fundraising. Also, fundraising agreements
must include specific language addressing the use of corporate logos
to be posted on NPS-hosted websites. The NPS Internet/Intranet Publications
Manual contains specific instructions on the use of logos.

11.6 Electronic mail - Web Site Interactivity

Each park or program office hosting a web site on ParkNet must provide
an email address to which public inquiries may be directed. All inquiries
must receive a timely and appropriate response. (See section 10.5 of
Director’s Order #5: Written Communication (Paper and Electronic)).